Lobby Management Services

The Vendor is required to provide contractual services for a cloud-based software as a service (SaaS) lobby management (or queuing) system to manage in person customer service at office locations throughout state.
- Provided lobby management/queuing system currently used by the Program operates as follows:
• Upon entering the lobby, customers are directed to a program receptionist, a live person.
• The receptionist verifies the customer’s identity and determines the reason for the customer’s visit.
• The receptionist checks the customer in using the vendor’s web-based application, assigns the customer to one of five queues in the vendor system based on the reason for the visit (or Spanish speaking), and tells the customer their number in queue, an alpha-numeric character indicating queue and number in queue.
• The receptionist asks the customer if they want to be notified by SMS when their number is called.
• If yes, the receptionist obtains the customer’s mobile phone number and enters it into the vendor’s application.
• The vendor’s system sends the customer one SMS message providing their alpha-numeric number.
• When the customer’s number is called, the vendor’s system announces it audibly in the lobby, displays the number visually on the television, and sends a second SMS message to the customer alerting them that their number has been called and the station.
• When the customer is called to the station, the program’s customer service representative (the agent) interacts with the customer. 
• When the interaction is finished, the agent closes the interaction in the vendor’s application. 
• Wrap up activities, including interaction notes, system updates and follow-on tasks, are completed on the program’s system, not in the queuing application.
• The only customer data the program enters in the vendor’s application is the customer’s mobile phone number if the customer requests SMS notification when their number in queue is called.
- Contract Period/Term: 3 years
- Questions/Inquires Deadline: June 12, 2025